Hyperoptic Guide to Charges and Fees for Residential Customers. 29 February 2016

Transcription

1 Hyperoptic Guide to Charges and Fees for Residential Customers 29 February 2016

2 Table of Contents Introduction 3 Broadband and Installation prices 3 Going Hyperoptic 3 Installation & Connection Fees 3 Package Prices 4 Cancellation & Termination Fees 4 Miscellaneous Fees 5 Phone pricing 5 Getting Hyperoptic Phone 5 Package and Call Plans Prices 5 Other Call Plans 5 Call Charging 6 UK Call Charges 7 International charges 17 Useful Contact Numbers 25

3 Introduction The Hyperoptic Guide to Charges and Fees for Residential Customers is designed so that you can quickly view and understand our packages and pricing. It is not a replacement for our Terms of Service or our Code of Practice. The Terms of Service that you agreed at the time of your order, or were further communicated to you, is the contract between Hyperoptic and you. You can view the latest version of this document at If you d like further information or answers to any questions you may have regarding our products and pricing, please contact our Customer Support on Our full list of contact details are found at the end of this document. Broadband and Installation prices Going Hyperoptic Hyperoptic is available to residents of buildings where we have installed our network. We provide our Service over our own installed network and you will therefore access the network using a Hyperoptic Socket installed in your premises. We accept orders prior to the completion of building installation (Pre-Orders) as well as after the completion of the building installation phase. During the Pre-Order period, orders placed will be scheduled for a Hyperoptic Socket installation during the building installation phase and the Order will progress automatically when the building goes live. During the building installation phase, residents and freeholders can order Broadband and Phone Services (including Hyperoptic Socket installation) or a Hyperoptic Socket only installation. After the building installation phase, Orders for Broadband and Phone Services for premises where no Hyperoptic Socket is installed, or for Hyperoptic Socket only installation, will require an engineer visit and will incur a full installation fee which will be higher than if completed during the building installation phase. If Broadband or Phone Services are ordered into premises with a pre-existing Hyperoptic Socket then, in most cases, provisioning can be done within 24 hours and no installation fees will be charged. To use our Phone Service with your existing phone, you will need our HyperHub which will be dispatched as soon as your Order is accepted. Communications to residents and freeholders regarding the specific dates of your Pre-Order phase, and your go live date, will be sent electronically from Hyperoptic to those who have registered interest on our website, or will be distributed by your building management. Installation & Connection Fees The following table outlines our Installation and Connection Fees including cancellation of Installation or Connection Services. Standard Installation Fee (Hyperoptic Socket only) Additional Installation Extension Services Bespoke Installation Services (Subject to survey) Connection Fee (Services only) Installation and Connection Fee package (Hyperoptic Socket and Services order) Pre-Order Phase After Building Live POA POA N/A 40 (Hyperoptic Socket required) The prices set out in this Guide are our normal charges, but your Order is subject to survey and any contractual agreement between your building and Hyperoptic. Any building specific pricing will be communicated to you as part of the online order process when you provide your address. Any survey related charges would be communicated during the processing of your Order and should there be additional charges you will be given an opportunity to cancel your Order prior to incurring any charges. Once Installation services are scheduled, the Installation Fee is nonrefundable, even if you choose to cancel the installation itself. Connection Fees are refundable if the Order cancellation is received prior to your HyperHub delivery or if your HyperHub is returned unopened and unused within fourteen (14) days of your Order. If your HyperHub has been used then our normal Service Termination Fee applies. Prices quoted inclusive of VAT unless otherwise stated 3

4 Package Prices We offer three broadband products, which offer differing throughput and connect characteristics. Our pricing is dependent on whether you take our Broadband Services only, if you take our Phone Service and the length of your contract. Standard 12 month contract price All Orders before 6th July 2015 will be for a 12 month contract. Broadband price when combined with Phone 20Mb Fibre Broadband 20Mb download 1Mb upload 100Mb Fibre Broadband 100Mb download 100Mb upload 1Gb Fibre Broadband 1Gb download 1Gb upload Broadband Only price Fibre Light Broadband* 5Mb download 1Mb upload 20Mb Fibre Broadband 20Mb download 1Mb upload 100Mb Fibre Broadband 100Mb download 100Mb upload 1Gb Fibre Broadband 1 Gb download 1 Gb upload *Fibre Light Broadband is only available at selected locations No Contract Price After 6th July 2015 you can also choose to order Broadband services on No Contract. Broadband price when combined with Phone 20Mb Fibre Broadband 20Mb download 1Mb upload 100Mb Fibre Broadband 100Mb download 100Mb upload 1Gb Fibre Broadband 1Gb download 1Gb upload Broadband Only price 20Mb Fibre Broadband 20Mb download 1Mb upload 100Mb Fibre Broadband 100Mb download 100Mb upload 1Gb Fibre Broadband 1Gb download 1Gb upload The prices here are our normal prices and exclude any building specific agreements or promotions that may be on offer. Any building specific pricing will be communicated to you as part of the online order process when you provide your address. Time-related promotions will also be shown during the order process, while any promotion requiring the use of a promotion code will only be shown once the promotion code is entered. Prices quoted inclusive of VAT unless otherwise stated 4

5 Cancellation & Termination Fees Should you need to cancel your Order or terminate your service, you will need to provide us with at least 30 days notice. The following Fees may apply depending on the timing of your action relative to the confirmation of your Order and start of your Service: Hyperoptic Socket Order Cancellation Fee Service Termination Fee Broadband or Phone Service Order Cancellation Fee Once Installation is scheduled, the full charge for Installation will apply. Prior to receiving a confirmed date, charge will be 0. N/A Prior to activation, or within 7 days of Order, if HyperHub is returned unopened and unused, 0. Else, Service Termination Fee is imposed Service Termination Fee Within your contract period 8 per remaining months of your contract period for Broadband only, Within your contract period 10 per remaining months of your contract period for combined Phone and Broadband. No Service Termination Fee applied to No Contract packages. Miscellaneous Fees The miscellaneous fees listed here will only apply in specific circumstances. Miscellaneous Fees Re-activation Fee Replacement items Fee Payment Return Fee One-off Charge of 20, paid on demand if your account has been terminated or suspended. Charge of 70 for a new HyperHub to replace an out of warranty or damaged Hyper- Hub. If your Direct Debit payment is returned or is not honored for any reason, the Payment Return Fee of 10 per incident (not subject to VAT) will be charged. Phone pricing Getting Hyperoptic Phone A Hyperoptic Phone is available when you take one of our Broadband packages. If you d like to add the Phone Service to an existing broadband only package please contact our Customer Support who can help you make the change to your package. We currently do not offer the Phone Service on its own, but if you would be interested and are in a Hyperoptic building, please contact our Customer Support. Our Phone Service is provided as a Voice over broadband product and as such will not be operative in the rare case of a network or power outage. While we do supply access to 999 and 112, you will need to either retain your current copper line or rely on your mobile in the case of a network or power outage. There is no additional Installation or Connection Charge for using our Phone Service. There is a Rental Charge and we have a variety of call packages. Our rates and Call Charges are outlined in the following sections. Prices quoted inclusive of VAT unless otherwise stated 5

6 Package and Call Plans Prices Our standard Rental Charge is 16.00/month for our Phone Service. This includes free evening and weekend UK landline calls. We use the following time/day definitions in defining our call plans: Days Time Daytime Mon to Fri 07:00 19:00 Evening Mon to Fri Before 07:00 After 19:00 Weekend Sat & Sun All day Calls included free or at discount in any of our call plans apply to the first 60 minutes only. After 60 minutes, calls will be subject to a connection fee and our normal call rates. UK landline calls are calls to number beginning with 01, 02, 03, 0845, or Other Call Plans Call Charging Set up Fee Any chargeable call is subject to a 0.10 per call Set up Fee. For the avoidance of doubt, the set-up will be charged for: Daytime UK landline calls for customers not on the Anytime UK Plan Anytime UK landline calls for calls over 60 minutes UK mobile numbers Calls to other UK numbers International calls Access Charge From 1 July 2015, numbers to 08, 09 and 118 will be made up of two parts. The access charge and the service charge. The Access Charge is the part that we will charge you, per minute for connecting the call. The access charge from Hyperoptic is 0.10 per minute. The Service Charge is the rest of the call charge. The organisation you are calling decides on what this service charge will be and must inform you. Anytime UK Plan International Plan Definition Free daytime UK landline calls. Offers discounted calls to 50 destinations any time of day. Price per month per month Duration rounding All UK calls will be rounded up to a whole penny. VAT will also be rounded up to a whole penny. All International calls will be rounded up to the next whole minute. Prices quoted inclusive of VAT unless otherwise stated 6

7 UK Call Charges Calls to the following numbers will be charged per minute and Set up Fee of 0.10 per call will apply. All charges are pence per minute. UK landline and mobile UK landline calls 7 UK mobile standard calls 17 Customer Service Hyperoptic Customer Services ( ) National UK Emergency Services (0112) 0 UK Emergency Services hearing-impaired (018000) UK Blind & Disabled Directory Enquiries (195) UK Local Special Services (0845)* UK National Special Services (0870)* See Service Charges page 9 & 10 See Service Charges page 9 & 10 UK National Geographic 7 UK National Non Geographic 7 *Call to numbers starting with 0870 & 0845 is free for calls under 60 minutes from Hyperoptic phone during Evenings and Weekend. Standard charges and Access Charge of 0.10 per minute will apply at all other times. Mobile UK Mobile BT Fusion 17 UK Mobile Cable and Wireless 17 UK Mobile Hutchison 3G 17 UK Mobile Opal 17 UK Mobile Orange 17 UK Mobile T Mobile 17 UK Mobile Virtual 1 17 UK Mobile Virtual 2 17 UK Mobile Vodafone 17 UK Mobile Other 26 UK Mobile Voice and Data (all) 80 Guernsey Mobile 26 Jersey Mobile 26 UK Mobile shortcode (all) 7 Other UK BT One (1146) 7 UK Pagers & Voice Messaging 17 UK Messaging Services C 10 Gamma Access 7 UK Freephone (0500) 0 UK Information Services 26 UK Timeline 50 UK National Operator 95 UK International Operator (155) 178 Prices quoted inclusive of VAT unless otherwise stated 7

8 Personal Number UK Personal Numbering D 17 UK Personal Numbering E 17 UK Personal Numbering F 34 UK Personal Numbering J 34 UK Personal Numbering K 50 UK Personal Numbering pn1 34 UK Personal Numbering pn2 75 UK Personal Numbering pn3 70 UK Personal Numbering pn4 40 UK Personal Numbering pn5 48 UK Personal Numbering pn6 34 UK Personal Numbering pn7 60 UK Personal Numbering pn8 30 UK Personal Numbering pn9 35 UK Personal Numbering pn10 50 UK Personal Numbering pn11 56 UK Personal Numbering pn12 50 UK Personal Numbering pn13 60 UK Personal Numbering pn14 60 UK Personal Numbering pn15 34 UK Personal Numbering pn16 34 UK Personal Numbering pn17 34 UK Personal Numbering pn18 34 UK Personal Numbering pn UK Personal Numbering pn20 35 UK Personal Numbering pn21 60 UK Personal Numbering pn22 17 Wi Fi Services UK Wi Fi Services 1 17 UK Wi Fi Services 2 17 UK Wi Fi Services 3 17 UK Wi Fi Services 4 17 UK Wi Fi Services 5 17 UK Wi Fi Services 6 17 UK Wi Fi Services 7 17 UK Wi Fi Services 8 17 UK Wi Fi Services 9 17 UK Wi Fi Services UK Wi Fi Services Fixed Fee UK Fixed Fee 3 25 UK Fixed Fee 8 80 UK Fixed Fee UK Fixed Fee UK Fixed Fee Calls to Service Numbers (numbers starting 084, 087, 09 and 118) Service Numbers are charged in two parts, the Access Charge of 0.10 per minute from Hyperoptic, plus the Service Charge set by the company you call. Set Up Fee of 0.10 per call also applies. Service Charges Pence per call SC001 0 SC002 1 SC003 2 SC004 3 SC005 4 SC006 5 SC007 6 SC008 7 SC009 8 SC010 9 SC SC Prices quoted inclusive of VAT unless otherwise stated 8

9 Service Charges Pence per call SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC046 5 Service Charges Pence per call SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC SC * SC * SC * SC * SC * SC * SC * SC * SC * SC * SC * Prices quoted inclusive of VAT unless otherwise stated 9

10 International charges Our rates for dialing international destinations are in the following tables. The tables include both our standard rates and our rates for our Overseas Calling Plan. If you have a questions as to how a particular number will be billed you can contact our Customer Support. Austria Mobile Austria Mobile Other Azerbaijan Azerbaijan Mobile A Standard Rate Calling Plan Afghanistan Albania Albania Mobile Albania OLO Algeria Algeria Mobile American Samoa Andorra 8 4 Andorra Mobile Angola Angola Mobile Anguilla Anguilla Mobile Antarctic Antigua & Barbuda Antigua & Barbuda Mobile Argentina Argentina Mobile Armenia Armenia Mobile Aruba Aruba Mobile Ascension Island Australia Australia Mobile Australia Special Services 8 4 Austria B Standard Rate Calling Plan Bahrain Mobile Bangladesh Bangladesh Mobile Barbados Barbados Mobile Belarus Belarus Mobile Belgium Belgium Mobile Belgium Mobistar Mobile Belgium Proximus Mobile Belgium Special Service Belize Belize Mobile Benin Benin Mobile Bermuda Bhutan Bolivia Bolivia Equal Access Bolivia Mobile Bosnia Herzegovina Bosnia Herzegovina Mobile Botswana Botswana Mobile Brazil Brazil Mobile Brazil Rio De Janeiro Prices quoted inclusive of VAT unless otherwise stated 10

11 British Virgin Islands Brunei Brunei Mobile Bulgaria Bulgaria Mobile Burkina Faso Burkina Faso Mobile Burundi C Standard Rate Calling Plan Cambodia Cambodia Mobile Cameroon Cameroon Mobile Canada Canada Directory Enquiries Canada Northwestel Cape Verde Islands Cape Verde Mobile Cayman Islands Cayman Islands Mobile Central African Republic Central African Republic Special Chad Chad Mobile Chile Chile Mobile Chile Rural Chile Santiago Chile Special Services China China Mobile Colombia Colombia Mobile Comores Congo Congo Mobile Congo Democratic Republic Congo Democratic Republic Congo Democratic Republic Cook Islands Costa Rica Costa Rica Mobile Croatia Croatia Mobile Cuba Cyprus Cyprus Mobile Czech Republic Czech Republic Mobile D Standard Rate Calling Plan Denmark Denmark Mobile Diego Garcia Djibouti Djibouti Mobile Dominica Dominica Mobile Dominican Republic Dominican Republic Mobile E Standard Rate Calling Plan East Timor Ecuador Ecuador Mobile Egypt Prices quoted inclusive of VAT unless otherwise stated 11

12 Egypt Mobile El Salvador El Salvador Mobile Equatorial Guinea Eritrea Estonia Estonia Personal Number Estonia Mobile Ethiopia Ethiopia Mobile F Standard Rate Calling Plan Falkland Islands Faroe Islands 16 8 Faroe Islands Mobile Fiji Fiji Mobile Finland Finland Mobile France France Mobile 8 4 France Mobile One France Mobile Other France Special Services 8 4 French Guyana French Guyana Mobile French Polynesia G Standard Rate Calling Plan Gabon Gabon Mobile Gambia Gambia Mobile Georgia Georgia Mobile Germany 4 2 Germany Mobile Germany Personal Numbers Ghana Ghana Mobile Gibraltar 12 6 Gibraltar Mobile Greece Greece Mobile Greenland Grenada Grenada Mobile Guadeloupe Guadeloupe Mobile Guam Guatemala Guatemala Mobile Guinea Guinea Mobile Guinea Bissau Guinea Bissau Mobile Guyana Guyana Mobile H Standard Rate Calling Plan Haiti Haiti Mobile Honduras Honduras Mobile Hong Kong 4 2 Hong Kong Mobile 4 2 Hungary Hungary Mobile Prices quoted inclusive of VAT unless otherwise stated 12

13 I Standard Rate Calling Plan Iceland Iceland Mobile India Indonesia Indonesia Major Cities Indonesia Mobile Iran 16 8 Iran Mobile Iraq Iraq Mobile Ireland Ireland Mobile Ireland Mobile Other Ireland Special Services Israel Israel Mobile Israel Palestine Italy Italy Mobile Ivory Coast Ivory Coast Mobile J Standard Rate Calling Plan Jamaica Jamaica Mobile Japan 8 4 Japan Mobile Jordan Jordan Mobile K Standard Rate Calling Plan Kazakhstan Kazakhstan Mobile Kenya Kenya Mobile Kiribati Kuwait Kuwait Mobile Kyrgyzstan Kyrgyzstan Mobile L Standard Rate Calling Plan Laos Latvia Latvia Mobile 18 9 Latvia Mobile One Latvia Mobile Other Lebanon Lebanon Mobile Lesotho Lesotho Mobile Liberia Liberia Mobile Libya Libya Mobile Liechtenstein Liechtenstein Mobile Liechtenstein Special Services Lithuania 8 4 Lithuania Personal Number Lithuania Mobile Luxembourg Luxembourg Mobile Prices quoted inclusive of VAT unless otherwise stated 13

14 M Standard Rate Calling Plan Macau Macedonia Macedonia Mobile Madagascar Madagascar Mobile Malawi Malawi Mobile Malaysia Malaysia Mobile Maldives Mali Mali Mobile Malta Malta Mobile Marshall Islands Martinique Martinique Mobile Mauritania Mauritania Mobile Mauritius Mauritius Mobile Mayotte Mayotte Mobile Mexico Mexico Mobile 12 6 Micronesia Moldova Moldova Mobile Monaco Monaco Mobile Mongolia Mongolia Mobile Montenegro Montenegro Mobile Montserrat Morocco Morocco Mobile Mozambique Mozambique Mobile Myanmar N Standard Rate Calling Plan Namibia Namibia Mobile Nauru Nepal Nepal Mobile Netherlands Netherlands Mobile Netherlands Antilles Netherlands Antilles Mobile New Caledonia New Zealand New Zealand Mobile Nicaragua Nicaragua Mobile Niger Niger Mobile Nigeria Nigeria Mobile Nigeria Special Services Niue North Korea Northern Marianas Norway 8 4 Norway Mobile Prices quoted inclusive of VAT unless otherwise stated 14

15 O Standard Rate Calling Plan Oman Oman Mobile P Standard Rate Calling Plan Pakistan 8 4 Pakistan Mobile 8 4 Palau Palestine Palestine Mobile Panama Panama Mobile Panama Special Services Papua New Guinea Paraguay Paraguay Mobile Peru Peru Mobile Peru Rural Philippines Philippines Mobile Poland Poland Mobile Portugal Portugal Mobile 18 9 Puerto Rico Q Standard Rate Calling Plan Qatar Qatar Mobile R Standard Rate Calling Plan Reunion Reunion Mobile Romania Romania Mobile Russia Russia Major Cities Russia Mobile Rwanda Rwanda Mobile S Standard Rate Calling Plan San Marino San Marino Mobile San Marino Premium Sao Tome & Principe Saudi Arabia Saudi Arabia Mobile Senegal Senegal Mobile Serbia Serbia Mobile Seychelles Seychelles Special Services Sierra Leone Sierra Leone Mobile Singapore Singapore Mobile Slovakia Slovakia Mobile Slovenia Slovenia Mobile Prices quoted inclusive of VAT unless otherwise stated 15

16 S Standard Rate Calling Plan Slovenia Mobile Other Solomon Islands Somalia Somalia Mobile South Africa 8 4 South Africa Mobile South Korea South Korea Mobile 8 4 South Sudan Spain Spain Mobile Spain Special Services Sri Lanka Sri Lanka Mobile St. Helena St. Kitts & Nevis St. Kitts & Nevis Mobile St. Lucia St. Lucia Mobile St. Martin St. Pierre & Miquelon St. Pierre & Miquelon Mobile St. Vincent & Grenadines St. Vincent & Grenadines Mobile Sudan Sudan Mobile Suriname Suriname Mobile Swaziland Swaziland Mobile Sweden Sweden Mobile Switzerland 12 6 Switzerland Mobile Switzerland Mobile Other Switzerland Special Services Syria Syria Mobile T Standard Rate Calling Plan Taiwan 4 2 Taiwan Mobile Tajikistan Tajikistan Mobile Tanzania Tanzania Mobile Thailand Thailand Mobile Togo Tokelau Tonga Trinidad & Tobago Trinidad & Tobago Mobile Tunisia Tunisia Mobile Turkey Turkey Mobile Turkey Mobile Other Turkey (Cyprus) 10 5 Turkey (Cyprus) mobile Turkmenistan Turks & Caicos Islands Turks & Caicos Islands Mobile Tuvalu Prices quoted inclusive of VAT unless otherwise stated 16

17 U Standard Rate Calling Plan Uganda Uganda Mobile Ukraine Ukraine Mobile United Arab Emirates United Arab Emirates Mobile Uruguay 14 7 Uruguay Mobile US Virgin Islands USA 3 1 USA Alaska USA Directory Enquiries USA Hawaii Uzbekistan Uzbekistan Mobile V Standard Rate Calling Plan Vanuatu Vatican City Venezuela Venezuela Mobile Vietnam Vietnam Mobile Y Standard Rate Calling Plan Yemen Yemen Mobile Z Standard Rate Calling Plan Zambia Zambia Mobile Zimbabwe Zimbabwe Mobile Other Standard Rate Calling Plan Australia Satellite Emsat Satellite System Inmarsat aero Inmarsat b Inmarsat hsd Inmarsat m Inmarsat m Iridium Satellite System Satellite Other Thuraya W Standard Rate Calling Plan Wallis & Futuna Western Samoa Prices quoted inclusive of VAT unless otherwise stated 17

18 Useful Contact Numbers You can contact us via any of the following methods: Tel: (24 hours) Fax: If you prefer to write to us, our address is: Customer Support Hyperoptic Ltd Unit C401 Westfield London Ariel Way London W12 7FD Prices quoted inclusive of VAT unless otherwise stated 18